When Carlzon took over as CEO of SAS in 1981, the airline was facing a significant financial crisis. He realized that the traditional top-down management style was failing. To turn the company around, he decentralized authority. He empowered the employees who interacted directly with passengers to make decisions on the spot. If a flight was delayed, a gate agent didn't need to call a supervisor to offer a meal voucher; they were expected to take action immediately to satisfy the customer.
is any instance where a customer interacts with a company—even briefly—and forms an impression of its quality and service. Moments Of Truth Jan Carlzon Moments Of Truth Jan Carlzon Pdf
If you are looking for the PDF of Jan Carlzon’s seminal 1987 book, Moments of Truth , you are likely a business leader, a student of management, or a customer experience professional. You want the raw, unfiltered strategy that turned Scandinavian Airlines System (SAS) from a $17 million loss into a $71 million profit in just one year. When Carlzon took over as CEO of SAS